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Title Senior Customer Insight Manager
Ref HE/3692
Directorate Communications
Preferred Location Birmingham
Salary £40,188-£44,208
Number of Positions 1
Working Pattern Full Time
Closing Date 31 Mar 2017

About Us

Highways England is the new government owned company responsible for driving forward our motorways and major A roads. This includes; modernising and maintaining the highways, running the network and keeping traffic moving. Over recent years, investment in our highways has increased. This has led to advances in technology, such as smart motorways; enabling traffic to flow better. However, even more is yet to be done.

Certainty of funding and greater flexibility will enable us to become a better business. In our first 5 years alone, we’ll invest £11 billion in motorways and A roads – boosting capacity, tackling congestion and improving safety. At the same time, we’ll improve how we work. That means we will be able to; plan roadworks better to minimise disruption; clear incidents more quickly; and save more than £1 billion by working more efficiently.

For further information on Highways England, please visit our website:

Job Description

Highways England is currently recruiting for a Senior Customer Insight Manager to be based in Birmingham

The Customer, Stakeholder and Partnership Team helps the business understand customer needs, via insight and market research, and influences the organisation such that customers are at the heart of what we do. It also leads on managing and developing external relationships with key stakeholders and partners. By working specifically with stakeholders, it assists us to understand how our customers perceive us and use our services. We develop reciprocal relationships with key strategic national stakeholders and through that help promote a positive stakeholder experience. We provider stakeholder support to our organisation through engagement, facilitation and account management, also providing best practice to the business and protecting and enhancing our reputation.

Role Purpose:

To plan, project-manage, monitor and control all aspects of a range of projects to develop the use of customer Insight to improve the way in which we provide our services.


  • To project manage specific in-depth research projects utilising qualitative and quantitative research methodologies according to customer need
  • Manage the publication of regular and adhoc Insight including customer satisfaction measures and outcomes, delivering a range of reports and presentations to diverse audiences as required.
  • To contribute towards co-ordinating and developing the use of customer feedback to improve the way in which we carry out our services - by collating and analysing the outcomes, identifying trends and best practice, making recommendations and disseminating this throughout the organisation.
  • Work with the team to forge ongoing development of regional and national customer feedback networks across directorates.
  • Share best practice from various Insight related bodies, such as the Insight Management Academy (IMA) and Market Research Society (MRS)
  • Assess safety performance to minimise risks, develop improvements and escalate issues with relevant authorities in a timely manner and carry out any tasks identified to the post in the Level 2 and relevant 2a Organisational Health & Safety RACI charts


  • Experience of project managing research projects using a wide range of methodologies.
  • Knowledge and experience of analysing Insight in a customer facing role
  • Experiences of drafting written correspondence and documentation and delivering oral presentations/information to groups of people
  • Facilitation skills – to challenge motivate and support groups/meetings
  • Experience of initiating and developing effective relationships with stakeholders and external organisations.
  • Ability to work using own initiative, whilst referring upwards where necessary
  • Able to prioritise in order to meet tight deadlines;
  • Able to engage effectively with staff and external contacts at all levels

All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert.

Please note that Highways England reserve the right to close the advert before the advertised closing date should a sufficient response have been received.  Therefore, please complete your application as soon as possible to avoid disappointment

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